Service Management

1. Service as the New Paradigm in Retailing
Jay Kandampully

2. The Service Imperative in the Retailing Industry
Minjeong Kim, Jay Kandampully

3. Customer Service: Does It Matter?
Tor W. Andreassen, Line L. Olsen

4. A Framework for Applying Customer Insight and Context to the Development of a Shopping Experience Strategy
James G. Barnes, Jordan W. Wright

5. Why Loyalty Matters in Retailing
Timothy L. Keiningham, Lerzan Aksoy, Luke Williams, Alexander Buoye

6. Strategic Service Innovation Management in Retailing
Allard C. R. Riel

7. Electronic Retailing and Service Quality
Jung-Hwan Kim, Sharron J. Lennon

8. Using Multichannel Marketing Activities to Build Customer Relationships: As Pertaining to the Consumer Electronics Retail Sector
Patrick Vesel, Patricija Filipič Orel, Mitja Špende

9. Reinventing the Customer Experience: Technology and the Service Marketing Mix
Lorraine Lee, Tracy Meyer, Jeffery S. Smith

10. Multicultural Consumers and the Retail Service Experience
Veena Chattaraman

11. Culture and Social Media: Changing Service Expectations
Sanjukta Pookulangara

12. Complaint Management in Retailing
Bernd Stauss, Wolfgang Seidel

13. Retailer Branding Through Excellence in Service
Jiyoung Hwang, Julia F. Cooper

14. Values Resonance Drives Sustainable Customer Value: Lessons from IKEA
Bo Edvardsson, Bo Enquist

15. Lessons from History: What Today’s Retailers Can Learn from the Marketing of The Wizard of Oz Stage Show in the 1900s
Pratibha A. Dabholkar

16. Paradigm Shifters in Retailing
Jay Kandampully

Keywords: Economics/Management Science, Marketing, Management/Business for Professionals, Production/Logistics/Supply Chain Management